Session Abstract

Build Copilot Studio agents that users love with Microsoft Copilot Studio. In this session, discover how to design conversational experiences that are intuitive, engaging, and effective. Using a real-world example where we create a helpdesk agent for employee support, we explore key design principles such as crafting natural dialog flows, using entities for context, and incorporating adaptive cards for rich interactions. You will learn how to structure topics, manage fallbacks, and integrate backend systems through Power Automate. We’ll also share best practices for testing, refining user prompts, and analyzing performance to reduce drop-offs. Perfect for beginners and intermediate users, this session includes a live demo and practical tips to help you create Copilot Studio agents that deliver real value. Join us and turn your ideas into impactful conversational solutions.

Christina Wheeler

Christina Wheeler is a Principal FastTrack Solution Architect at Microsoft, where she helps enterprise customers accelerate adoption of Dynamics 365 applications, first-party AI agents, and custom Copilot Studio solutions. As part of Microsoft's Dynamics 365 Apps & Agents organization, she works closely with customers and Microsoft product engineering teams to drive successful deployment of Dynamics 365 Sales and Customer Service AI-powered agent solutions. Serving as a bridge between enterprise customers and engineering, she helps remove adoption blockers, influences product improvements through customer feedback, and enables organizations to realize the full value of Microsoft's AI-powered business applications. Prior to her current role, Christina spent three years as a Solution Engineer in Microsoft's Financial Services Industry (FSI) organization, working with some of the largest banking and insurance customers. Through executive briefings, MTC engagements, technical demonstrations, workshops, and hackathons, she helped business and technology leaders identify innovative ways to leverage Microsoft Power Platform, Copilot, and AI technologies to drive business transformation. Christina's passion for technology began early. She started programming at age eleven and built her first computer at thirteen. Her publications include contributions as the technical editor of “SharePoint 2007 Developer’s Guide to Business Data Catalog,” co-author of “SharePoint 2010 Field Guide,” “SharePoint 2013 Inside Out,” and author of “Mastering Microsoft Teams: Creating a Hub for Successful Teamwork in Office 365.” Christina received her first MVP award October 2017 in M365 Apps & Services and became a Business Applications MVP in 2022 before retiring from the MVP program to join Microsoft.